John Edward Ciasico

John Edward Ciasico Metro Manila, National Capital Region, Philippines-linkedin.com/in/johnciasico Summary Years of experience as a Sr. Technical Engineer. Friendly, upbeat personality with lots of patience with those I am is supporting. Experience Technical Senior Lead - Information Technology Support Engineer Cloud Earth Pty Ltd Jul 2016 - Present (6 years 6 months) - Act as a Senior Technical Lead f or Level 1 and Level 2 Engineers - Ensures that all support calls and emails are being answered and resolved in a timely manner. - Ensures that Logging and troubleshooting support tickets f rom business clients are met and are being assigned to support staf f accordingly. - Escalating issues to Senior Engineers as required and maintaining ownership of issue once escalated. - Continual analysis of monitoring systems and escalation of issues that may occur. - Maintaining the monitoring systems (adding devices, conf iguring thresholds, alerting, etc) - Handles and making sure that the various areas of IT Support such as Desktops, Servers, Network Routers, Switches, Firewalls, etc, are maintained. - Building / Re-building and maintaining project such as Microsof t Azure, VMware Esxi, and Hyper-V machines. IT Support Technician Intelligent Technical Solutions Jul 2015 - Jul 2016 (1 year 1 month) - Act as the sole/primary IT administrator f or over 150 companies in the Las Vegas area, in combination with the rest of the ITS team. This includes complete authority over all servers, networks, gateway devices, etc., and a willingness and ability to administer all of these. - Use a ConnectWise ticketing system to identif y, document and complete proactive work f or clients. - Interact with client machines via a Kaseya management system, including remotely accessing Windows and Mac OS X computers and evaluating computer status inf ormation. - Examine antivirus software installed on machines f or proper updates. Install antivirus if not present, and troubleshoot issues if it is not working correctly. Also remove virus inf ections if it cannot be done automatically. - Identif y unnecessary f iles, folders, applications and services on machines, uninstalling or removing them as needed to improve perf ormance and f ree hard drive space - Proactively examine client machines and client networks to ensure all operating system and sof tware updates are installed in accordance with automated sof tware procedures - Complete other technical tickets in a timely f ashion, including calling clients as needed and processing messages received f rom our answering service. - Accurately logging inf ormation regarding work completed into a ConnectWise ticketing system and UpWork. John Edward Ciasico - page 1 - Assist with documenting technical policies and procedures f or other technicians and f or company service manuals. - Other tasks as directed by management. Senior IT Manager Twassistant Nov 2014 - Jun 2015 (8 months) • Meet regularly with the Project Manager, at least once per week, f or f eedback, progress reports, sharing challenges, and problem solving. • Responding immediately to new tasks that come in, through Zendesk system, transf erring them to the task management system, and assigning them to the assis -tant. • Explain the task to the assistant via Skype, email, or phone. • Arrange and co-ordinate staf f meetings • Ensure that all tasks are tracked correctly with estimated times, estimated delivery date, and number of hours worked so f ar. • Update all of the tasks daily. • Email prospective clients to f ind out if they are still interested. • Provide customer service via email and telephone. • Document processes so they become standardized. • Implement satisf action rating system. • Give constant advice, encouragement, and critiques to your team about their cur-rent tasks. • Ensure assistants are complying with all of the Twassistant procedures and regulations. • Generate invoices / calculate time log f or staf f and send them every 15th and 30th to our book keeper. • Create new staf f 's account (emails, time tracking, etc) • Any other tasks that are required by the CEO and Project Manager. Network Support Engineer LookingPoint, Inc. Apr 2013 - Oct 2014 (1 year 7 months) - Proactively monitoring alerts that are being generated by the system. - Troubleshoot and investigate the Servers that went down remotely. - Create ticket on a timely manner. - Notif y the on-call engineer via Phone, IM or email. - Coordinate with dif f erent department to escalate issues. - Generate Weekly Network status report. Technical Support Representative Tier 2 Microsoft Sep 2012 - Feb 2013 (6 months) • Provides Tier II technical support, in a call center environment • Remote computer customers with questions or issues. • Primarily respond to existing tickets in queue and onsite desktop support. These may include, but are not limited to: - Account administration - Distribution of sof tware and documentation - System and network status - Problem management and root cause analysis processes. John Edward Ciasico - page 2 • Documents problem and troubleshooting ef forts, while maintaining and updating the CA Service Desk tracking tool. • Escalate unsolved tickets to higher tier support, as needed, and report recurring problems to management. • Participates with the customer in the strategic process to translate security and business requirements into technical requirements. • Maintain and f ollow detailed operational procedures. • Improve quality of service delivery and provide value added customer services. • Ensure project schedules and perf ormance requirements are met. • Contribute to the development of the organization's goals and objectives. • Interact daily with supervisors and/or f unctional peer groups and customers. Technical Support Representative TELUS International Philippines May 2011 - Apr 2012 (1 year) Customer Call Receipt • Call receipt (f irst point of contact f or Customers f or problem recording) • Customer verif ication • Call problem validation and documentation • Initial technical problem analysis during Live Call handling Ticket Management • Work with internal support groups and recommend diagnostic tests based on degree of service impairment • Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) all sectionalization and testing plans. • Escalate ticket according to process based on established intervals. Network Support Engineer AT&T Jan 2006 - Oct 2007 (1 year 10 months) Customer Call Receipt • Call receipt (f irst point of contact f or Customers f or problem recording) • Customer verif ication • Call problem validation and documentation • Initial technical problem analysis during Live Call handling Proactive Network Monitoring • Customer Alarm Tracking System alert monitoring and trouble ticket generation • Problem diagnostics • Initial Customer call Case/Ticket Management • Status customer on a regular basis • Work with internal support groups and recommend diagnostic tests based on degree of service impairment • LEC management and associated escalations John Edward Ciasico - page 3 • Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) all sectionalization and testing plans. • Escalate ticket according to process based on established intervals. Education Asia Pacific College Bachelor of Science (B.S.), Computer Software Engineering 2001 - 2006 Licenses & Certifications CompTIA A ce - CompTIA Issued Oct 2015 - Expired 2020 (Unable to renew due to pandemic) John Edward Ciasico - page 4